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CASE STUDY: Verizon Business Markets Digital Transformation

Suma Manoraj, Director, Digital Technology

Verizon Business Markets

Chris Bauschka, RVP Communications

Salesforce

Creating a Customer Experience with Less Effort

Simple

Fast

Predictive

Barriers to Customer Engagement

Call Center

Retail Store

Field Service

Social Media

Web Self Service

2. Multiple Employee Screens = Low Engagement

1. Channel Silos =Disjointed Customer Experience

Creating a Platform for Transformation

Intelligent Customer Service

Commerce

Unify the Prospect Journey

55% faster order entry12% less pre-activation churn

93% faster campaigns

200% higher cross sell

4M leads captured

40% increase in lead conversion

20% less calls per customer10pt higher NPS

Phasing a Digital Transformation Program

By Channel

By Use Case/Call Type

By Customer Lifecycle

Call Center Retail Self Service

Ordering Billing Care Trouble Mgt

OmnichannelProspect

OmnichannelService

Upsell &

Retention

By Product Line Internet Voice Security

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

“I’ve learned that people will forget what you said,people will forget what you did, but people will never forget how you made them feel.”

–Maya Angelou

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7

Delivering a Transformative Digital Experience

Verizon Wireless

(VZW)

Consumer

Verizon Consumer

Markets (VCM)

Consumer

Verizon Enterprise

Solutions (VES)

Enterprise &

Government

Verizon Partner

Solutions (VPS)

Wholesale

Partners

Verizon Business

Markets (VBM)

Small & Medium

Business

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8

Our Journey Towards A Digital First Experience

Customer

Study

Customer

Experience

Big

Rules

Digital

Technology

What do our

customers want?

Customer feedback Framework

provided by CEO

Build vs buy

Understand Key

Experience Factors

Developing

& Prioritizing Journeys

Product &

Experience Rules

Time to Market

(8 months)

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9

Our Principles Based on Customer Feedback

Keep

It Simple

Seamless

Experience

Personalized

Experience

Time

to

Resolution

Sense

of

Community

Consistent

Pricing

Embed

Transparency

Reduce

Time & Effort

Offer

Flexibility

Design for

Consistency

Communicate

Proactively

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10

Our Challenges

Technology• Products across 3 lines of business with independent IT stacks

• Orchestrating BSS and OSS across business units

• Architecture had to be flexible for future line of products

• Leveraging legacy systems with the goal of a modern digital experience

Process• Unifying business processes across lines of business

• Security challenges with SaaS model

• Challenge legacy processes

People• Teams with experience with legacy processes

• Working Agile to deliver in 8 months

• Training on new technology

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

1. Operating Model

1. Transparent pricing

2. Straightforward contracts

3. Simplified qualification rules

2. Digital Service

1. Digital sales and service

2. Seamless commerce

3. Digital Product

1. Simple unified solution

2. Digital product and feature management

11

VBM Experience – Big Rules

Design ParametersDigital End-To-End Excellent Experiences

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

CARE STRATEGY

12

VBM Winning Aspirations – The Magic Carpet

Proactively Anticipate Needs

Self Service

Agent Support

• Anticipate next activities based on events

• Stay proactive with the customer and keep them informed

• Searchable knowledge base with intelligent recommendations

• Guidance via ChatBOT, FAQ, Videos to resolution / transaction

• Agent and customer functions are the same

• Available after self service attempt

• “Call Me” and Chat functionality

88%Digitally Enabled

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VBM Winning Aspirations - Sales

Traditional

Partners

Digital Assist

Internal &

Vendor

Digital

Mobile, Social,

& Web

60%Digitally Enabled

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14

Digital Platform Capabilities

OMNI Channel

Seamless experience

across any channel

Web

Contact Center

Partners

Mobile First

Account

Home

Shopping

& Service

Service

Alerts

One Talk

Setup

Intelligence

Extended Ecosystem –

Communities/Partners/

Social

Partner Relationship

Management and Social

Google Maps

Mobile - Social

Predictive & Cross-Channel

Customer AnalyticsRich UX Experience

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15

Architecture Delivering Customer Experience

Benefits

• Extensible to our catalog of products

• Multi-Channel

• Can leverage existing IT assets

• API first approach at a micro- service

layer

• Moving towards a low-code platform

8 Month Delivery

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16

TakeawaysIdentify customer

priorities

Create Big Rules

Reduce friction

Build in Security

Iterate & get

input quickly

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distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Thank you.